Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Job Description:

The Master Data Hub (MDH) Operations Specialist will have a leading role in maintaining the MDH platform as defined by the Product teams. Our Operations team is responsible for level 2 end user support, release support as well as production availability for over 10 ServiceNow instances & Remedy environments. This role will provide hands on technical expertise to resolve service availability issues which includes coordinating cross team efforts to perform root cause analysis and problem resolution. You will work in a team environment to plan and implement software (or hardware) changes. We participate in various phases of the application lifecycle including plan, server build and software installation, release implementation, continuous improvement, and decommission. As the support for MDH takes shape, sharing knowledge and developing a documentation library as a team will be essential to our success.

This job is responsible for leading the planning, designing, and implementation of complex infrastructure solutions to meet deployment requirements aligned with available playbooks and technical blueprints. Key responsibilities include providing and communicating technology solutions across audiences and overseeing projects and activities related to special initiatives or operations. Job expectations include leading the resolution process for problems, adhering to defined practices and policies to obtain results, and establishing input/output processes and working parameters for systems.

Responsibilities:

Maintain and support the MDH platform while adhering to bank policies and standardsRespond to incidents for application availability issues as part of on-call dutiesRespond to incidents/pages for application functional issues or questions as part of daily dutiesUse your technical knowledge to triage service availability issues and restore serviceResearch and resolve system defects, lead root cause analysis, and drive permanent resolutionEnsure appropriate monitoring is in place and maintained to ensure application availabilityParticipate in software release implementation meetingsParticipate in and coordinate maintenance activitiesPrepare and maintain application support/process documentationDevelop management jobs, automation routines, or deployment scriptsFulfills requests from business users and operations, communicates technical status updates with appropriate teams, and oversees stability, resiliency, reliability, and the performance of multiple supported systemsMentors other team members and provides technical leadershipCaptures and translates business requirements into complex infrastructure and/or system design for specific implementations and collaborates with technology stakeholders, Solution Delivery Management teams, Technology Project Management teams, Solutions Engineering teams, and technical service providers for system design and deploymentSupports change implementations, proactively identifies and resolves potential issues resulting from the changes, and performs access and/or physical provisioning/deprovisioning (additions, modifications, and deletions) for infrastructure and applicationsProvides consulting services to Core Technology Infrastructure (CTI) and technical partners, executes procedures reliably, and escalates appropriately to solve incidents quicklyProvides release support when needed and manages engagement across audiencesProvides full lifecycle management of the infrastructure and application environments

Required Qualifications:

5+ years of experience with application & end user supportExperience as an administrator in highly-regulated environmentsExperience monitoring and maintaining applications, supporting software engineering, maximizing data processing systems, building cloud-compatible services, and operating within an enterprise IT lifecycleExperience supporting application integrations for security, risk, and compliance

Desired Qualifications:Windows and Linux supportExperience in financial institution information technology security, compliance with rules, regulations, and financial industry standardsExperience with CMDB, ITAM, ITSM and Discovery processes

Skills:

Innovative ThinkingProduction SupportResult OrientationAdaptabilityAnalytical ThinkingCollaborationInfluenceSolution Delivery ProcessStakeholder Management

Shift:

1st shift (United States of America)

Hours Per Week: 

40